Member Experience Specialist

Wild Alaskan Company

Wild Alaskan Company

Member Experience Specialist

National
Full Time
Paid
  • Responsibilities

    PLEASE NOTE THAT WHILE THIS IS A REMOTE POSITION, YOU MUST BE BASED IN EITHER ALASKA, CALIFORNIA, OREGON, ILLINOIS, OR NORTH CAROLINA

    DESCRIPTION OF ROLE

    You are the face of Wild Alaskan when it comes to interacting with our members and potential members. The rest of the company relies on you to evangelize Wild Alaskan's mission to all those who interact with our team and experiences -- both in the kitchen and digitally. When something goes wrong with a delivery, you're the first responder. If someone just wants to chat about seafood and sustainability, you're there to hear them out. If a visitor isn't so sure about what we do or why we're worth it, you help them understand who we are and why we're different. As a critical member of the member experience team, you'll have exposure to other areas of the business, such as operations, product, growth and communications.

    CORE RESPONSIBILITIES

    • Respond to inbound inquiries from members and potential members across multiple channels including live chat, email, voice and social media
    • Take advantage of sales opportunities, when appropriate
    • Collaborate with growth, product, operations and communications teams by reporting on member behavior, bugs and generating content derived from anecdotes and analytics
    • Maintain a high-satisfaction rate from members and keep our first response time within minutes on chat and hours across all other channels, all while building member loyalty
    • Help out members with post-order scenarios such as replacements, refunds, delivery status updates, problem resolution and any other issues that may arise from the order fulfillment process
    • Project a professional and consistent company image through chat, email, voice and social media interactions
    • Participate in daily member experience stand-up meetings to go over open conversations, learnings from yesterday and goals for the day
    • Attend the weekly Member Experience meeting

    ABOUT US

    We deliver wild-caught, sustainably sourced seafood to households across the United States. Powered by our custom-built eCommerce platform and three generations of history and expertise in the Alaskan fishing industry, we constantly strive to meet our promise of a top-notch product and experience.

    ABOUT OUR TEAM

    We’re a small, expanding team that cares deeply about sustainability, good food and personal growth. We rely on the systems we build to deliver a high-quality, personal experience to our members throughout the U.S. You can catch us in Alaska, New York and everywhere in between -- and sometimes beyond. We value independence, hard and thoughtful work, diversity in approach, backgrounds and ideas, as well as the willingness to learn.

  • Qualifications

    REQUIREMENTS

    • Bachelor's Degree or 4 years of relevant experience
    • Excellent communication and relationship building skills
    • Passion for helping people
    • A successful track record working in a high volume environment
    • Able to solve problems by thinking analytically and creatively
    • Familiar with the latest eCommerce trends and customer support software
    • Regular and reliable attendance is an essential function of this position
    • A high attention to detail and appreciation for well-defined, organized business processes

    NICE-TO-HAVES

    • Previous employment at an eCommerce and/or food company
    • Inbound sales experience
    • Experience using and building member support systems in Intercom
    • Fluency in another language
    • Growth marketing experience
  • Compensation
    $12 - $15 per hour
  • Benefits
    • PTO (on an accrual basis)
    • Paid Holidays, additional PTO earned on "Flex Days"
    • Employee Box Program
    • Health plan offered; company pays up to 35% of employee's premium
  • Industry
    Food and Beverages
  • About Us
    Wild Alaskan Company delivers wild-caught, sustainably sourced seafood to households across the United States.